using process mapping to understand the student experience...using process mapping to understand the...
TRANSCRIPT
Using Process Mapping to Understand the Student Experience
Alex AljetsStudent Success Portfolio Manager, Oregon State University
@alexaljets@UIAinnovation
University Innovation Alliance Fellow (former)
Actual Student Experience:
Institutional Perspective:
Why Redesign Processes?
Student Success Equity & Access
Changes in Student
Populations
Changes in
Technology
Variations Developed
in Silos
Additions over Time
Create
Analyze
Redesign
Process Mapping:
CREATE an “as is” process map to understand the current process.
ANALYZE the current process to identify and pinpoint issues.
REDESIGN the current process to address the identified issues, creating an improved process.
STEPSORDERPURPOSE
Process Requirements:
Visual Workflow Diagrams
Arizona State University
Georgia State University
Iowa State University
Michigan State University
Oregon State University
Purdue University
The Ohio State University
University of California-Riverside
University of Central Florida
University of Kansas
University of Texas at Austin
Institutional Communication to New Students
• Admissions
• Pre-Major Advising
• Undergraduate Education
• Information Technology Services
• Financial Aid
• Office for Inclusion & Intercultural Initiatives
• Office of the VP for Student Affairs & Services
• Office of the Provost
• Residence Education & Housing Services
• Academic Colleges, Advisors & Faculty
• Neighborhoods Engagement Centers & Student
Success Programs
• Comptroller
• Registrar
• Bursar
April 2015
Two-day workshop
13 units participated
400+ Mass Emails
50+ Online Portals
90+ Account Holds
Over a one-year period from a student commits to attend the university through their first-year, MSU discovered:
• Deeper communications analysis with six key units
• Focus groups with students
• Playbook for Student Communications Continuous Improvement
Important
information
should be
shared by
Too much
communication
about things
that don’t
apply.
Next Steps:
HousingCareer ServicesFinancial Aid
AdmissionsController’s OfficeRegistrar
1,284 Communications from Six Units
Collateral Outcomes:
CAMPUS CULTURE
• Community building across silos
• Set groundwork for
collaboration with colleges
• Shared commitment to student
success
• Capacity-building among
professionals & faculty
SPIN-OFF PROJECTS
• Single portal for
scholarships
• Retention micro-grant
program
• Examination of holds
Arizona State University
Georgia State University
Iowa State University
Michigan State University
Oregon State University
Purdue University
The Ohio State University
University of California-Riverside
University of Central Florida
University of Kansas
University of Texas at Austin
Change of Major ProcessPurdue University
Proactive Advising OutreachOregon State University
Curriculum Change ProcessUniversity of Central Florida
Enrollment Management WorkshopIowa State University
1. Changing Majors
2. Accounts Receivable Holds
3. Reinstatement
4. Satisfactory Academic Progress (SAP)
5. Schedule Changes & Late Registration
6. In-State Residency Classification
7. Distance Education Course Set-Up
Other Processes for Redesign
Student Account Holds
Transfer Credit Articulation
Academic Probation & Reinstatement
New Student Orientation Tasks
International Student Vacation Term Requests
Financial Communication to Students
FAFSA Tracking
Approval to Access Student Data
PROCESS QUALITIES• Steps / Order / Purpose• Start & stop points • Clear process users• Often multiple people or
units involved
Create
Analyze
Redesign
Process Mapping:
Create
CREATE an “as is” process map to understand the current process.
• Set the scope: What are the start/stop points?
• Which units or people are involved?
• What level of detail is needed?
• What is the first step in the process? The second? Etc. (Map it.)
Scope (Start/Stop Points)
Units & People Involved
“As Is” Process
Analyze
ANALYZE the current process to identify and pinpoint issues.
• Where in the process do issues often arise?
• Where do delays occur?
• Which steps do not add value?
• Who does most of the work?
• Which steps take the most time or labor?
Analyze
ANALYZE the current process to identify and pinpoint issues.
Empathy Focus: How might each person/unit
feel in the current process?
Equity Focus: How might a student
experience the process differently as a . . .
• First-generation college student?
• Student with a physical disability?
• Student of color at a PWI?
• Single parent who works full-time and
attends school part-time?
• Student with other identities or life
circumstances?
Redesign
REDESIGN the current process to address the identified issues, creating an improved process.
• What big ideas do you have to redesign the process?
• What small improvements would optimize the process?
• Which ideas are most likely to address the issues noted? Which are feasible in short- vs. long-term?
• What does the redesigned process look like with the selected improvements? (Map it.)
Change of Major Process at Big State University:
START: Student decides to change major.
STOP: Student information system lists new major.
People Involved:• Student• Advisor• Head Advisor• Registrar’s Office Assistant
“As Is” ProcessChange of Major Process at Big State University:
Student
Advisor
Head Advisor
Registrar’s Office Assistant
1a. Searches website for advisor contact
1b. Emails advisor1c. Replies with
scheduling link1d. Schedules
appointment using link
2a. Attends advising appointment
2b. Describes Business major
2c. Fills out change or major form with help from advisor
2d. Explains how to get head advisor approval
3a. Walks form to college office
3b. Finds head advisor3c. Reviews academic
record for GPA3d. Signs the form3e. Explains to turn in form
at Registrar’s office
4a. Walks form to Registrar’s Office
4b. Turns in form4c. Scans form4d. Uploads form4e. Changes code in
academic record
1. Make Advising
Appointment
2. Meet with Advisor
3. Obtain Head Advisor
Approval
4. Change Academic Record
Student must visit 3 offices
Extra approval
not critical
Delays if advisor behind
on email
Analysis of ProcessChange of Major Process at Big State University:
Student
Advisor
Head Advisor
Registrar’s Office Assistant
1a. Searches website for advisor contact
1b. Emails advisor1c. Replies with
scheduling link1d. Schedules
appointment using link
2a. Attends advising appointment
2b. Describes Business major
2c. Fills out change or major form with help from advisor
2d. Explains how to get head advisor approval
3a. Walks form to college office
3b. Finds head advisor3c. Reviews academic
record for GPA3d. Signs the form3e. Explains to turn in form
at Registrar’s office
4a. Walks form to Registrar’s Office
4b. Turns in form4c. Scans form4d. Uploads form4e. Changes code in
academic record
1. Make Advising
Appointment
2. Meet with Advisor
3. Obtain Head Advisor
Approval
4. Change Academic Record
Redesigned ProcessChange of Major Process at Big State University:
1a. Searches website for advisor contact
1b. Schedules appointment using link
2a. Attends advising appointment
2b. Describes Business major
2c. Checks that GPA requirement met
2d. Fills out change or major form with help from advisor
2e. Scans completed form to Registrar’s office
4a. Receives scanned form
4b. Uploads form4c. Changes code in
academic record
1. Make Advising
Appointment
2. Meet with Advisor
3. Obtain Head Advisor
Approval
3. Change Academic Record
Student
Advisor Registrar’s Office Assistant
How to Get Started:
Identify Problem Processes.
Build Support with Stakeholders.
1
2
3
Align Goals with Broader Vision.
Small or local wins add up to improve the student experience.
Topics where there is energy for improvement are more likely to progress.
It takes time to build buy-in for change & see results.
Start small & simple, then scale up.
Try it for yourself!
@alexaljets
/alexaljets
@UIAinnovation theuia.org
Alex AljetsStudent Success Portfolio Manager, Oregon State University
University Innovation Alliance Fellow (former)